Technical Support Specialist

As a Technical Support Specialist at Brandwatch, your role is to provide expert technical support to customers using the Brandwatch platform. You will collaborate closely with the customer support team to troubleshoot and resolve technical issues, ensuring seamless operation across all areas of the platform. Your responsibilities will include identifying and diagnosing problems, providing solutions, and escalating issues as necessary. **Primary Responsibilities:** - Take ownership of customer issues assigned to the Technical Support team - Provide guidance to Tier 1 Agents and handle complex technical support questions - Act as a technical advisor on account escalations for high-profile customers - Highlight the severity of critical product issues to Product and Engineering teams - Identify opportunities for workflow efficiency and collaboration improvements - Follow up on customer inquiries and issue resolutions/feedback - Define internal SLAs on submitted cases and monitor quality of issue reports - Collaborate with Product and Engineering teams to enhance customer experience - Train and coach new Support Agents on technical product understanding - Update internal knowledge base with new insights for knowledge sharing **Qualifications Required:** - Provide professional, timely, and high-quality customer service - Report product issues & feature requests according to defined processes - Excellent communicator able to simplify technical explanations - Take clear ownership of cases and collaborate with team members - Flag risks and opportunities during customer interactions - Stay up to date with product features and advanced troubleshooting expertise - Become an expert in specific product sections/features - Ability to work independently or as part of a team with leadership qualities - Experience in resolving technical issues with a focus on customer satisfaction - Ability to manage and analyze escalations for real-time resolution - Meet and exceed organizational standards for customer satisfaction and team metrics - Build out new internal processes, including SLAs, with Product and Engineering teams Join Cision in shaping the future of communication and building authentic connections that matter. Be part of a global team that values curiosity, collaboration, and innovation while making meaningful contributions to the brands we accelerate. Empower your impact and become a key player in creating the conversations of tomorrow.,